CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit .
Job Purpose:The Network Engineer II - Operations Support is responsible for providing day-to-day operational support for client network and security environments. This role is centered on managing repair cases, service requests, operational tasks, and escalations in production environments. The engineer will troubleshoot and resolve issues across multi-vendor network infrastructures, restore service as quickly as possible, perform root cause analysis, and help maintain the stability, availability, and performance of critical systems. This position supports technologies including Juniper Mist, Palo Alto Prisma Access, Palo Alto Prisma SD-WAN, Cisco Meraki, and Arista Velocloud, and works closely with customers, internal engineering teams, and service providers to deliver high-quality operational support.
Key Responsibilities:- Troubleshoot and resolve incidents, repair cases, and operational tasks across multi-vendor network and security environments.
- Support production operations for Juniper Mist, Palo Alto Prisma Access, Palo Alto Prisma SD-WAN, Cisco Meraki, Arista Velocloud, and related routing, switching, wireless, SD-WAN, SASE, and security platforms.
- Demonstrate solid knowledge of BGP and other routing protocols, including the ability to analyze routing behavior, isolate issues, and implement corrective actions in production environments.
- Perform root cause analysis for recurring incidents and service-impacting events, and document findings, corrective actions, and preventive recommendations.
- Execute service requests, standard changes, and operational tasks in accordance with defined procedures, change controls, and service level expectations.
- Participate in an on-call rotation and provide after-hours support for high-priority incidents, outages, and customer escalations as needed.
- Collaborate with customers, carriers, vendors, managed service providers, and internal engineering teams to troubleshoot complex issues and drive timely resolution.
- Maintain accurate case notes, knowledge articles, network documentation, and operational runbooks to support consistent service delivery.
- Identify recurring issues and opportunities for operational improvement, and contribute to process, tooling, and service quality enhancements.
Education:- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or an equivalent combination of education and relevant work experience.
Certifications, Accreditations, Licenses:- CCNA, JNCIA, or equivalent networking certification required; CCNP, PCNSA, or other advanced network/security certifications preferred.
Relevant Work Experience:- 5+ years of experience in network engineering, network operations, or managed services support, including hands-on experience supporting production enterprise environments.
Travel: Up to 10%
Special Knowledge, Skills and Abilities:- Strong troubleshooting skills across multi-vendor network and security environments.
- Hands-on operational experience with Juniper Mist, Palo Alto Prisma Access, Palo Alto Prisma SD-WAN, Cisco Meraki, and Arista Velocloud is strongly preferred.
- Demonstrated understanding of BGP and other routing protocols, including route analysis, path selection, peering concepts, failover, and traffic flow troubleshooting.
- Solid knowledge of routing and switching, wireless networking, firewalls, VPNs, remote access, SD-WAN, SASE, and network security fundamentals.
- Ability to manage multiple priorities in a case-driven operations environment while maintaining strong customer communication and accurate documentation.
- Experience working in ticketing systems, following change management processes, and participating in on-call support rotations is required.
- Familiarity with network monitoring tools, vendor support engagement, automation, APIs, and operational process improvement is a plus.
Location Requirement: Candidates must currently reside within approximately 1-1.5 hours commuting distance of the local CBTS office/market they support. For this role, candidates must be local to
Kentucky or Cincinnati. This position also requires up to
10% to 50% travel to customer sites as part of the job responsibilities.
Salary $63,000 to $92,000/per annum i.e. the range is salary not including bonus. The compensation range in this posting reflects the Company's good-faith estimate at the time of publication. The applicable base pay range for any individual will be determined based on the candidate's designated primary work location as well as factors including role scope and responsibilities, required qualifications, and the individual's experience, education, skills, knowledge, and performance. Certain positions may also be eligible for additional compensation such as discretionary merit increases, bonuses, or sales-based variable compensation in accordance with applicable plans and role requirements.Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-s may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.
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